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How to Create a Customer Experience Management Strategy? (+Best Practices)

A customer experience management (CXM) strategy is a plan designed to optimize customer interactions with a brand throughout their entire journey. The goal? To create positive, personalized experiences that drive customer satisfaction, loyalty, and advocacy. And improve business performance.

20 Customer Journey Touchpoints Examples + How to Optimize Them

Customer touchpoints are all the points of contact between the customer and the brand or the product along the customer journey. By ensuring a positive customer experience across all touchpoints, SaaS companies can increase customer satisfaction, boost conversions, and strengthen relationships with their customer.

Identifying and Optimizing Customer Journey Touchpoints

Product Management

Customer journey touchpoints are elements of the customer journey in which the customer interacts with the brand or product. Each customer journey consists of multiple touchpoints. Examples of typical touchpoints in the SaaS context include the landing page, the onboarding flow, or a cancellation survey. We cover a few more touchpoint examples below.